Cloud & Computing

Can Chatbots Staff Your Call Center?

Georgia CTO Steve Nichols thinks intelligent software has the potential to help provide better services to citizens.

May 17, 2016 • 
Noelle Knell
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Steve Nichols, chief technology officer, Georgia Technology Authority
David Kidd/e.Republic
Earlier this month, state technology leaders gathered in Baltimore at the NASCIO Midyear Conference. Government Technology spoke with several state CIOs to get their thoughts on the potential cognitive computing might hold for government. Georgia Chief Technology Officer Steve Nichols says intelligent software may one day help the state provide more responsive citizen services. Chatbots could be used in state call centers, for example, to serve as virtual customer service representatives, where they would use learned responses to field routine questions. 

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Noelle Knell
Noelle Knell is the executive editor for e.Republic, responsible for setting the overall direction for e.Republic’s editorial platforms, including Government Technology, Governing, Industry Insider, Emergency Management and the Center for Digital Education. She has been with e.Republic since 2011, and has decades of writing, editing and leadership experience. A California native, Noelle has worked in both state and local government, and is a graduate of the University of California, Davis, with majors in political science and American history.
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